MSG91 Bot

The message card is use to send a message to the user. One can add a normal text, any kind of media such as image, video, audio, call to action, buttons, list and the products linked to WhatsApp catalog through this card.

The utility function includes below three cards:

• Script

• Delay Node

• Condition Node
  

Let’s understand each of them in detail through below documentation

The Action card is used to perform actions such as:

1. Assign Conversation : The assign Conversation card lets the user assign a team or an agent prior. The feature can be used for the scenario when the end user asks the bot to connect him to an agent. The bot can assign the ticket to the agent / team pre-assigned as mentioned in the flow.

2. Unassign Conversation: The card will unassign the conversation from the bot.

3. Resolve/ Close Conversation: The card will change the ticket status from open to close. The bot will still be assigned to the ticket.

The connection card contains the API node. Let’s understand how can one setup the API in the MSG91 bot.

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1. Open Hello, navigate to "Manage," and select "Bots."

2. Click on the Create Bot button and select type as MSG91[Beta]. 
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3. Name the bot and Save it
   
   

   

4. Click the "Create Flow" button (top-right corner) to begin creating your bot flow. Name the flow and select the appropriate flow type based on your needs—either Message-based or Fallback.
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5. Defining Intents and Matching
   Add intent keywords (words users may input when interacting with the bot) and enable Case Match and Regex Match based on your requirements:
   
   

• Case Match: Enables case-sensitive keyword recognition. For example, if “Hi” is case-matched, only the exact match “Hi” is accepted, while “hi,” “HI,” or “hI” will be rejected.
  
  

• Regex Match: Use regular expressions (regex) to define text patterns, making it possible to validate, search, or manipulate user input. For example, the regex \d{3}-\d{2}-\d{4} matches a U.S. Social Security number (e.g., 123-45-6789). For more details, click "Learn more" or use tools like ChatGPT to help create regex codes.
  
  

6. If a user doesn’t respond after a set time, enable Nudge Contact to send reminders. Customize the message, number of attempts, and delay time. Save once configured
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7. Now you can add the following nodes in your flow:

• Send a message or text

• Ask Questions

• Utility 

• Action

  

8. The Send Message node allows sending text, media, WhatsApp templates, CTA button. You can also add a variable in the message node. 

   

9. The Send Media option allows user to send/attach media of the following type

• Audio

• Image

• Video

• Document
  
  Click on the supported file types button to know more about the files supported by the bot along with their size. 

  

10. The Send WhatsApp Template node allows you to send Meta-approved WhatsApp templates through the bot

11. The Send CTA Button node allows you to send text, image, video, or document with clickable phone, link, and email options, enabling users to contact you directly.

    

12. The Ask Questions node provides user with two options: Ask text and Ask button
    
    

    

13. The Ask Text lets user ask questions and store them in either pre-defined variables such as customer_name, customer_mobile and customer_email or custom variables. 
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14. Create the variables by writing the variable name under the store response section.
    

15. Validation Settings: This feature helps a bot validate the responses received from the user. Enter the no. of attempts along with the message to be shown when user input is invalid.
    

16. Post the completion of no. of attempts, the bot can either do the following tasks

• Drop from the bot

• Skip the question

• Proceed to fallback: Upon selecting this option, a fallback option is created allowing you to perform an action of your choice.
  
  
  

  

  17. To validate the response add the max and min no. of character required along with the regex expression if required. 
      

  18. The Ask Button lets you add up to three buttons with a header along with header storing following types of data

• None

• Text

• Image

• Video

• Document

Add footer and variables if required.

19. Use Utilities to add custom logic or scripts using JavaScript. You can execute APIs and display responses based on your logic.
    

20. To create additional nodes in the utility script, you need to include return statements with string variables. For example writing return “true”; will generate a node named “true”.
    

21. The fallback node is a default node created to handle the flow when the utility script fails to run at any situation.
    

22. Multiple nodes can be created as per the requirement.
    

23. In order to store and display the response of the API in further flow, one can use the _flow_variables.variable_name.
    

24.  To display this variable in any other card one can write the variable as {{variable_name}} and present it to the end user.
    

25. Also kindly use fetch function to call APIs and perform crud operations
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26. You can test the script and do the needful changes by clicking on the test script button before saving it. 

    

27. The Delay node allows you to set a specific wait time before the bot responds, simulating a more natural conversation flow by adding a delay

22. The Action node allows you to assign a conversation to an agent, unassign it, or close the conversation at any point.

    

23. The Assign Conversation node allows you to assign a conversation to your team or an agent for quick and efficient resolution

    

24. The Unassign Conversation and Resolve/Close Conversation nodes allow you to unassign a conversation from an agent or close the conversation once it's resolved.
    
    

25. Click on the Settings to configure the bot level settings

    

26. Configuring Settings

• Enable Inbox: Select which inboxes to integrate with the bot.

• Fallback Flow: Choose a custom fallback action in case of no response.

• Non-response Action: Define the bot’s behavior when the user doesn’t respond.
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27. Save all settings, and your MSG91 bot is ready to go!

One can configure the bot related settings.

1. Select the communication channel you wish to integrate the bot with.

2. Fallback flow : Set the custom fallback flow you wish to, when the bot is unable to understand the user’s message.

3. Session Duration : One can also set the time duration for which the bot needs to stay active. Once the set time is the bot session expires. All the conversation done gets vanished from the bot’s memory and one needs to re-initiate the conversations.

4. User can also set a message that needs to be sent once the session is expired. This helps the end user understand the bot is no longer continuing the conversation flow.

5. Select an action : User can set an action they wish to perform once the session is expired. The action could be Assign ticket to the team or agent, unassign the ticket from bot, Close ticket or pick a fallback flow.